EXIN ISO20KF

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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

Question #1
New or changed services need to be accepted before being implemented into the live environment. What shall be done after a new or changed service has been implemented?

A. The manner in which the Change shall be reversed or remedied if unsuccessful needs to be defined.
B. A Post Implementation Review (PIR) is held comparing actual outcomes against those planned.
C. An approach needs to be defined for interfacing to projects that are creating or modifying services.
D. Nothing additional: the new or changed service goes into Business As Usual and will be managed as a normal service.

Question #2
What is the objective of planning and implementing new or changed services?

A. To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
B. To ensure that approved Changes are implemented in the IT infrastructure with acceptable risks for the current and new IT services
C. To ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
D. To ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

Question #3
Personnel should be competent on the basis of appropriate education and experience. Which of the following is a best practice relating to competence?

A. Personnel should all have a relevant Security training according to ISO/IEC 27002.
B. Employees should have at least a relevantbachelors degree.
C. At least two employees should be suitably trained for each role.
D. Appropriate records of education, training, skills and experience need to be maintained.

Question #4
What are the key contents of an IT Service Management system?

A. A software system for the ticket system
B. A documented organizational and operational structure
C. Systematic processes for ticket recording and follow-up only
D. A software system to monitor the key performance indicators (KPIs)

Question #5
Which of the following is a best practice for Capacity Management?

A. Decisions about service provision should be based on cost effectiveness comparisons.
B. The Service Catalog should be maintained and kept up-to-date.
C. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
D. The resilience of the infrastructure components should be measured and included in the Capacity plan.

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